Can I request a ticket topic change for a closed ticket?
- Tickets automatically close after 25 days of inactivity in "solved" status
- Once a ticket is closed:
- No changes can be made to topics or impact levels. This means any requests for change will be rejected.
- The ticket becomes permanently locked
Important: Make all necessary topic and impact updates while the ticket is still open.
What is the time limit to request a ticket topic change?
- A ticket topic change can only be requested within 45 days after the ticket creation. Any request made after 45 days will be rejected.
Do I need to contact Seller Support after requesting a ticket topic change?
- Yes, if additional support is required after submitting a ticket topic change request, please reach out separately to Seller Support at [email protected].
What if the customer says the issue was resolved on its own?
- If the customer reports the issue was resolved independently, the ticket topic change request can be approved and you can select the reason: “Customer opened a defect ticket, however, stated that the issue / defect is solved by itself”
What if the customer didn’t send in the device or use the return label?
- If the customer doesn’t respond or fails to use the return label within 10 days, you can request a topic change.
How long will it take for my ticket topic change to reflect in my score?
- It may take up to 2 business days for the ticket topic change to be processed and reflected in your related score.
What if I don’t receive a response to my ticket topic change request?
- Not receiving a response is a positive sign, as it means your request was accepted. If your request is rejected, you will receive an email notification.
What if a ticket is categorized under a defect topic but the content clearly refers to a condition issue - or vice versa?
- If a ticket is categorized under a defect topic but the content clearly refers to a condition issue - or vice versa - please contact [email protected]. We will review and manually correct the topic to ensure the ticket is allocated to the appropriate score and does not impact your scores inaccurately.